Customer Experience Specialist I

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POSITION DESCRIPTION:

The Customer Experience Specialist I responds to member, certified, and customer inquiries by telephone, e-mail, chat or other means to provide non-technical problem resolution. The Customer Experience Specialist I will resolve routine, less complex problems and communicates solutions or requested information to the member, certified or customer. The Customer Experience Specialist I will specialize in one department and will have customer service as well as additional duties in those departments to ensure continuity and knowledge within. ACSM’s members, certifieds and customers are at the center of our mission – a focus on this at all times is imperative to the operational success of the College.

The person in this position must be comfortable responding to customer inquiries via the telephone. This position is hybrid and located in Indianapolis, Indiana. Relocation assistance is not provided for this role.

The pay for this position is $20.25 per hour.

The Customer Experience Specialist I adopts a servant leader approach in their work and is committed to being an active part of a productive, efficient and empowered team. The Customer Experience Specialist I has a sincere commitment to the mission and members of ACSM.

To be considered for this position, please apply through the following link: https://recruiting.myapps.paychex.com/appone/MainInfoReq.asp?R_ID=6764205

POSITION RESPONSIBILITIES:

Member Experience – 75%

• Adheres to service level standards focused on reducing response times and providing high member, certified, and customer satisfaction.
• Follows policies and procedures that produce high quality member, certified, and customer service delivery and that reflect industry best practices.?
• Analyzes member, certified, and customer service needs and refers to other service or technical departments for follow up or additional information as needed.
• Provides updates to other internal teams on member, certified, and customer needs and factors that contribute to overall customer satisfaction.
• Captures information to report on service metrics, including any member feedback or trends in product or service issues.

Department Specific Duties – 25%

May include one or all of the duties listed below depending on department served

• Support database data changes and customer troubleshoot issues
• Update ACSM web site to include registration forms, links to registration ecommerce, and registration information.
• Process registrations for events.? Includes among other duties: data entry and payment collection, confirmation letters, badging, refunds and cancellations.
• Create views and data reports including rosters, payments,analytics and statistics.
• Provide support to Education Provider Program - collect, process applications and acceptance, and update website
• Staff liaison to support webinar
• Online learning course cancel/transfers
• EIM application processing
• Coupon distribution as needed
• Assist with special projects from Vice Presidents, Sr. Directors, Directors, and Assistant Director(s) as needed
• Assist with Long Term Member Program
• Processes member data changes in database
• Processes refund entry and reporting
• Processes data report and process payment for MSSE, ESSR, CSMR, TJACSM and HJF

Requirements

MINIMUM KNOWLEDGE AND SKILL REQUIREMENTS:

Knowledge:

• ACSM operations fundamentals
• Customer service principles and practices
• Phone and email etiquette

Skills:

• Organization, time management and attention to detail.
• Ability to demonstrate excellent customer service skills at all times by greeting members, certifieds and customers in a timely, courteous and professional manner.
• Process customer service inquiries accurately and efficiently.
• Ability to use technology (Teams, Office 365, SharePoint, Zoom, other) for productivity and to optimize customer service experience. Demonstrates flexibility in participating in staffing needs with the understanding that processes will vary depending on the event, virtual or in-person meetings, and/or project.
• Professional telephone voice, ability to empathize and provide virtual assistance to callers.

EXPERIENCE AND EDUCATION:

• Bachelor’s degree or equivalent work experience required.
• One to three years related work experience required.
• Previous customer service experience via call center required.

ADDITIONAL REQUIREMENTS:

• Attends ACSM meetings as required.
• Maintains current license, certification, or registration as applicable.
• Follows dress code policy.
• Adheres to Attendance/Scheduling policies.
• Understands and adheres to the ACSM Mission.

Job Type: Full-time

Pay: $20.25 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• Day shift

Work Location: Hybrid remote in Indianapolis, IN 46278